Staff Software Engineer, AI-Native Engineering - Flow

ServiceNow • Austin, TX

5h

About The Position

The Staff Software Engineer will provide technical direction for the AI systems powering Flow by ServiceNow, a conversational AI service desk that answers employee requests, uses connected knowledge, and runs published automations across channels such as Slack, Microsoft Teams, email, and the browser. The role is hands-on and influential, spanning architecture, implementation, production operations, and engineering practices. The engineer will help move the team from AI-assisted development to AI-native delivery while building reliable, governed agent capabilities.

Requirements

• Experience leveraging AI or critically evaluating how to integrate it into work processes, decision-making, or problem-solving.
• Current hands-on fluency with AI-assisted and agentic development, including an informed perspective on where those tools are useful and where they are not.
• At least 8 years of software engineering experience and a track record of technical leadership at staff level or equivalent.
• Strong proficiency in TypeScript or another statically typed language, and solid system design skills.
• Hands-on experience building or integrating LLM-based features, including prompt design, retrieval or context management, evaluation, and cost/latency tradeoffs.
• Working knowledge of agentic architectures, including tool use, orchestration, and human-in-the-loop controls.
• Clear written and verbal communication, including the ability to brief senior leaders and align multiple teams.
• Familiarity with enterprise SaaS, multi-tenant systems, and secure, compliant software delivery.

Responsibilities

• Lead the design and delivery of complex, cross-functional product features from architecture through production operations.
• Build AI-native capabilities, including agent loops and tools, prompt and context design, grounded retrieval, and evaluation harnesses, with reliability and governance.
• Define and drive the use of AI across the development lifecycle, including code generation, test automation, review, triage, and documentation; measure impact and share effective practices.
• Mentor senior and mid-level engineers and set standards for code quality, observability, and safe AI usage.
• Partner with product, UX, and engineering leads to turn ambiguous problems into scoped, shippable plans.
• Own production quality for the area, including defect triage, release readiness, and gate reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed